Customer Success Manager

Cloverleaf • Cincinnati, OH

3d • Remote

About The Position

Cloverleaf connects HR data and team collaboration tools to provide personalized, actionable development at scale, leveraging validated assessments like DISC, Enneagram, CliftonStrengths, and 16 Types. The company's mission is to unleash people to do their best work, strengthening team alignment, communication, and performance for over 30,000 teams worldwide. As a Customer Success Manager, you will serve as a strategic partner to HR, Learning & Development, and People leaders, helping them deeply embed Cloverleaf into their talent initiatives and business processes. This role spans enterprise, mid-market, and coach/partner accounts, requiring 3-5 years of B2B SaaS customer success or account management experience. It is a consultative role focused on driving deep, durable adoption and expansion, leading to new use cases, stakeholder groups, and revenue growth.

Requirements

• 3–5 years of experience in Customer Success, Account Management, or a strategic client-facing role within B2B SaaS
• Demonstrated ability to manage and grow a portfolio of accounts with a land-and-expand approach owning renewals, identifying expansion opportunities, and driving revenue growth
• Track record operating as a strategic partner with strong consultative and strategic thinking skills, with the ability to understand a customer’s business landscape and influence stakeholders at all levels
• Outstanding written and verbal communication skills, with a confident customer-facing presence in business reviews, executive conversations, and cross-functional sessions
• Ability to interpret and act on customer health data, usage analytics, and AI-driven insights (e.g., predictive churn signals, engagement scoring) to drive proactive account strategies
• Experience guiding customers through organizational change, including stakeholder alignment, user adoption strategies, and embedding new tools into established workflows
• Comfort operating in a fast-paced startup environment where resourcefulness, adaptability, and ownership are essential

Nice To Haves

• Experience in a SaaS startup environment, with familiarity with the pace, ambiguity, and opportunity of high-growth companies
• Background in or deep familiarity with Human Resources, Talent Development, Learning & Development, or Organizational Development
• Experience with behavioral assessments or personality frameworks (e.g., DISC, Enneagram, CliftonStrengths, 16-Types) or coaching methodologies
• Experience with Customer Success Platforms (e.g., Vitally, ClientSuccess, Gainsight, ChurnZero) and CRM tools (Salesforce, HubSpot)
• Exposure to AI applications in customer experience, including predictive analytics, automated engagement tools, or AI copilots
• Experience using data visualization or BI tools (e.g., Looker, Tableau, Sigma, Omni) to communicate customer outcomes and portfolio health

Responsibilities

• Own a diverse book of business across enterprise, mid-market, and coach/partner segments, serving as the primary point of contact and trusted advisor throughout the customer lifecycle
• Build deep, multi-threaded relationships with HR leaders, L&D professionals, People Operations teams, and executive sponsors to understand their business priorities and organizational challenges
• Act as a strategic consultant who maps Cloverleaf’s capabilities to customers’ existing workflows from onboarding programs and leadership development tracks to manager enablement, performance cycles, and engagement strategies
• Develop and execute tailored success plans anchored to measurable business outcomes: reduced time-to-productivity, stronger collaboration scores, improved 360 feedback results, and more
• Drive land-and-expand growth within each account: start with deep adoption in an initial team or use case, then leverage that success to expand into new business units, stakeholder groups, and initiatives
• Proactively identify expansion opportunities by connecting evolving customer needs to additional Cloverleaf use cases, positioning the platform as an integral part of the customer’s people strategy, not a standalone tool
• Monitor customer health metrics and usage data to identify risk signals and growth opportunities, using AI-powered tools and data-driven insights to prioritize outreach and deliver timely interventions
• Lead strategic business reviews and executive check-ins that go beyond usage reporting to demonstrate tangible business impact, surface recommendations, and plant seeds for expansion
• Collaborate cross-functionally with Implementation Specialists, Support, Sales, and Product to ensure seamless handoffs, resolve issues quickly, and relay customer feedback that shapes the roadmap
• Track and report on key CS metrics including Net Revenue Retention, logo retention, NPS, adoption milestones, and health scores — using data to drive strategy and demonstrate impact

Benefits

• Flexible PTO and work schedule - with a minimum of 2 full weeks off per year
• Company paid full benefits, including medical, dental, vision, life insurance, and more!
• Recognition rewards and monthly stipend for wellness, technology, pet care, or student loans
• Macbook and home-office set-up stipend
• 401k benefits including a match with immediate vesting
• Truly values-driven team (ask us about it!)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees